Case Study: Giant Communications Service Provider achieves 30-point NPS lift and digital customer service transformation with eGain

Giant Communications Service Provider Transforms Digital Customer Service With eGain Chat and Messaging

A leading multi‑play communications service provider began a digital customer‑service transformation as its customer base shifted online. Agents were forced to juggle as many as 14 disconnected tools, and the company needed a scalable 24x7x365 digital engagement model that would improve agent experience and deflect phone calls to digital channels.

The CSP deployed eGain’s omnichannel platform with AlwaysOn cloud (Windows/SQL on AWS) to integrate legacy systems and enable chat, SMS and email for 4,000 agents across three continents. The solution handles 12M+ contacts yearly, offers IVR-to‑SMS callbacks to cut wait times and costs, and eliminated latency and costly customizations — outcomes include 35% of IVR callers choosing digital, a 30‑point NPS lift, higher agent NPS, and improvements in ART, AHT and FCR, with plans to add virtual assistants and social service.